Creating Loyal Customers Through Excellent Customer Service

Successful businesses appreciate: 

• The numerous competitive advantages resulting from understanding their customers’ needs and expectations and then enhancing their customers’ experiences. 
• That customers’ dissatisfaction with any interaction can result in lost sales, higher customer churn, increased operating costs, and negative comments easily spread via social media.

This webinar will:

• Provide strategies and approaches for enhancing your organization’s service through positive customer experiences - while building relationships
• Assist in designing the value and experiences you want to provide your customers
• Describe techniques for recovering from mistakes and addressing upset customers
• Introduce initiatives proven to be successful in multiple well-known service organizations
• Facilitate your identifying service initiatives that you can use within your organization

• Appreciate the payback to you, your team, and the organization for investing in improved customer satisfaction and loyalty
• Recognize the challenges involved in developing customer loyalty
• How to design the value and experiences you want to provide your customers
• Ways to deliver positive customer experiences while building relationships
• How to map your customer’s experiences from products and services to positive emotions
• Recognize the significance of employee behavior on service delivery
• Ways to utilize proven leadership techniques to orient employee behavior toward the customer
• Ways to recover from mistakes and address upset customers

Module I: The Ultimate Service Objective & Its Associated Challenges

• Providing Service that Attracts New Customers & Causes Your Current Customers to Recommend You
• Why Profits Increase from Loyal Customers
• The All-Too-Common Negative Relationship Organizations Can Have with Their Customers
• The Service Challenges Organizations Face in Today’s Business Environment: Customers’ Raising Their Expectations & Competitors Improving Their Service
• Where Service Really ‘Happens’

Module II: A Customer-Focused, Strategic Approach to Conducting Business

• What Customer Focused Organizations Do Differently
• The Three Key Initiatives When Executing a Customer Focused Strategy

Module III: Initiative #1 Designing the Value & Experiences You Want to Provide Your Customers

• How Do Customers Define Value?
• Customer Experiences: Their Takeaway Impressions Which Allow You to Differentiate Your Organization
• Customers’ Experiences Always Create Positive or Negative Emotions
• Identifying the Emotions You Want Your Customers to Experience When Interacting with Your Organization
• Building Customer Loyalty through Customer Experiences & Relationships

Module IV: Initiative #2 Enhancing Your Relationships with Your Customers by Delivering Value & Positive Experiences

• How Your Customers Form Their Expectations of Service
• Closing Any Gaps between Your Customers’ Expectations & Their Perceptions
• Customers’ Five Primary Service Expectations
• Moments of Truth: Customer Encounters with Organizations during Which They Form Perceptions
• How to Use Standards of Performance to Enhance Any Moment of Truth
• How Service Jobs are Distinctly Different from Manufacturing Jobs
• Mapping the Cycles of Service Your Customers Experience
• Developing Customer Relationships during Their Moments of Truth & Cycles of Service

Module V: Initiative #3 Continuing to Improve by Gaining a Deeper Understanding of Your Customers’ Expectations

• Not Knowing Customers’ Expectations: a Root Cause of Poor Service
• Gaining a Better Understanding of Your Customers’ Expectations 
• What are Customers Really Saying When They Complain?
• Instituting an Organization-Wide Complaint Management Recovery Process

In the customer experience surveys, up to two-thirds of the respondents say their companies compete on the quality of customer experience, and 81% say that very soon, they will be competing primarily or completely based on customer experience.
Other research studies predict that customer experience will overtake price and product as an organization’s primary differentiator.
Relying only on customer complaints to gauge customer satisfaction is a slippery slope since research shows that for every customer who complains to an organization, there are, on average, 26 others who don’t bother and are at risk of ‘talking with their feet.’ Without a process for monitoring its relationship with its customers, it’s easy for a business to miss signs that customers are ‘shopping’ the competition. 

• Customer Service leaders, managers, and supervisors - as well as frontline employees

Pete Tosh is the Founder of The Focus Group, a management consulting and training firm that assists organizations in sustaining profitable growth through four core disciplines:

• Implementing Strategic HR Initiatives
• Maximizing Leadership Effectiveness
• Strategic Planning
• Enhancing Customer Loyalty

The Focus Group has provided these consulting and training services to manufacturing and service organizations across the U.S., Canada, Europe, and the Middle East. Pete has worked closely with the leadership teams of organizations such as Exxon, Brinks, EMC, State Farm, Marriott, N.C.I. YKK and Freddie Mac

Pete holds a B.A. degree in Psychology from Emory and Henry University and Masters degrees in both Business Administration and Industrial Psychology from Virginia Commonwealth University. Pete also co-authors Leading Your Organization to the Next Level: the Core Disciplines of Sustained Profitable Growth.